ChannelMAX Full-Time Remote eComm Assistants

ChannelMAX launched the services vertical in December 2019. Since then, we have provided Full-Time Remote eCommerce Assistants to our seller partners to help them run their eCommerce business on platforms like Amazon, Walmart, eBay and their own websites. All our seller partners have been nothing less than delighted so far. I do not think there is any greater testimony to this than the fact that all our teams have grown to at least 2 times the starting size and all our new customers have been through referrals!

 

High-Quality Service with Minimal Oversight

We take care of the mundane tasks that are repetitive so that you can focus entirely on growing your business. What do we bring to the table? For $350 per week per resource, we bring you complete peace of mind. We pride ourselves in the quality of work we deliver. We will learn and document everything that you train us on so that your involvement after the initial training is minimal. Some of our clients are so happy with what we deliver that they even stopped having periodic reviews after the first 3 months.

 

Training

We do not expect you to have documentation for any of the processes you want us to manage, although it helps if you do. We will document the processes as we are trained. We have had trainings in various modes -

1. We are provided documentation. We read them and ask questions. The clarifications are then updated in the documents
2. We have live sessions where the expert from the seller organization takes us through the process. We record the sessions with consent from the experts and use it for ongoing training. We also document the process for future reference. During the sessions we have a senior manager participate to ensure that there are no communication issues.
3. Sometimes, the seller partner provides us with training videos. We learn from them and also create documents for future reference

Security

We will adhere to security protocols that you are comfortable with. Some of our seller partners want us to work through remote workstations on their premises for some critical and data sensitive applications. These applications cannot be accessed directly from the agents' machines. Additionally, we have a weekly review to delete local copies of documents downloaded to enable us to perform our duties.

 

Range of work not limited to existing expertise

We provide you with Full-Time Remote Assistants. This means that we will help you with any of your tasks as long as you train us on them. Although we have strong experience in almost all key areas of running eCommerce businesses on some of the major eCommerce platforms, each seller is a little different and we have designed our services to adapt to these nuances.

 

Services we offer currently

 

Vendor Communications:

• Purchase Order follow-up
• Order confirmation by matching PO with sales order
• Match Invoices with Purchase Orders and Charged Amounts
• Forwarding invoices to payment tools like bill.com
• Follow up with Accounts Payable team in case of non-receipt of payment by vendor
• Purchase Order Reconciliation - Confirming that all items on the PO have been received
• Damaged Items Reconciliation - Filing claims with the vendor for items damaged upon receipt

Customer Support (non-voice only)

• Email response to customer queries
• Liaise with Amazon, Walmart etc and manufacturers/distributors so that regulatory requirements and seller performance are in place
• Amazon Appeals
• Walmart Disputes
• Feedback Removal on seller central

Catalog Management

• Create Listings
• Manage Product page
• Import Listings from one marketplace to another
• Maintain clean and relevant listings - optimizing titles, bullets, description and search terms to make the listing more relevant for search
• Inventory Management – Carry out product research, recommend quantities to be ordered, Create POs, Send POs to vendors to ensure that stock of high selling products is replenished on time.

Order Processing

• Acknowledge orders
• Order fulfilment
• Manage logistics
• Handling Returns and Reroutes
• Response to customer queries
• Processing refunds

Amazon Ads

• Keyword Research
• Create campaigns
• Monitor campaign performance
• Analyze suggestions offered by auto campaigns and add them if they are relevant